Couldn't you just use a GroupWise/Outlook rule to send an email when something is posted to the designated folder? If necessary, you could create a folder that handles instances where the "not between the lines" emails are found.

Email Manager profiles seem to allow you to handle these cases in that way.

Stu

Hi Muser,

Sounds like you need Terry Tate - Office Linebacker to go to work
http://www.youtube.com/watch?v=RzToNo7A-94

If Terry isn't available, you could try this...

1. The reply text extraction process will attempt to extract the reply using 3 different methods.  If method 1 doesn't work, it will move onto method 2 and finally the 3rd method
    
2. The first method is the "Between the lines" extraction.  If clients don't use this, then method 2 is your best bet.
    
3. The 2nd method will extract all text that is entered above a certain line.  When people respond to an email, most email systems will insert a "Reply line", or some sort of constant text between the original message and the reply text.  You can configure the HelpMaster Email Manager to scan for such reply line (or some kind of word) separators.  Here's a screen shot of how we've configured this section here at PRD.

 

Hope this helps. 

Rod

Just some further thoughts about this. Perhaps in a future version we could have more functionality to action the email if a text extraction was not possible. In other words, if the client doesn't respond "between the lines", the Email Manager could reply automatically with another email to kindly remind them of the email protocol?

Let me know your ideas. After the 9.1 release, we'll be working on the functionality of the Email Manager a bit.

Best regards,
Rod

I should also have added to my last post that email extraction via Email Manager when using GroupWise has been very problematic at best. We have had to run Outlook on the server with a GroupWise connector to "talk" to each other.

The success of text extraction has been very hit and miss for us and we currently try to extract between the lines but usually end up extracting the lot.

Email Manager could reply automatically with another email to kindly remind them of the email protocol?

Yes, this is what I was hoping to do but Outlook rules are sketchy on the server-side for us. I will look into the reply line option. This may solve my woes.

Also - I want a Terry Tate! hah

yes, Terry is in popular demand, so it might some time before he can visit your users and say "You didn't reply between the lines man! You know the protocol, you know what you gotta do!"

Perhaps Mr T could help. "Reply between the lines sucka!" ;-)

Anyway, I'll make sure we put this improvement on our "to do" list.

Thanks again muser.